Manager Call Center Interview Preparation Guide
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Manager Call Center Frequently Asked Questions in various Manager Call Center job interviews by interviewer. The set of questions are here to ensures that you offer a perfect answer posed to you. So get preparation for your new job interview

57 Manager Call Center Questions and Answers:

1 :: Please explain what is your preferred management style?

Focus on utilizing different management styles to increase effectiveness in different situations and with different employees. Why do certain management styles work in particular scenarios?

"I find that it is most effective to have a variety of management styles and to use them appropriately. I have to adapt according to the team member and the situation. However one aspect of my management style that remains consistent is that I employ a hands-on approach.

I get a better appreciation for what my team does by spending time on the front lines, it builds a strong relationship with them and keeps me informed. I have found a participative approach to management helps build commitment and consensus among employees "

2 :: Explain me what solutions have you employed in response to customer service problems you identified?

"I identified that we were not getting the feedback we needed from customers. To ensure we knew about all the experiences our customers have we had to create an easily accessible way for them to give us feedback.

One way we resolved this was with a phone survey at the end of a service call. By creating a means for customers to provide immediate feedback it was easier to learn what needed improvement."

4 :: Where do you see yourself in 5 years as Manager Call Center?

Ideally the person you hire is someone who can grow in your organization. If you’re hiring an agent and their goal is to be involved in management in the next 5 years, it shows you that they’re motivated to grow and lead. This is a great way to hold on to talent!

5 :: Explain me how would you manage your time and objectives in your role?

This is your opportunity to assure your potential employer that you are capable of working in line with your objectives and getting the job done on time.

In my current role, I break down my objectives into daily targets and outline periods of the day when I am going to focus on achieving them. I find this system works well for me and I expect to carry it into my next job.

6 :: Explain me why did you leave your last position as Manager Call Center?

This is a tricky question because “anything you say can and will be held against you!” Be careful and only answer with a positive tone. You can say that you didn’t find the job challenging enough for your skills, or that the workload was sporadic and you spent, say 40%, of your time on ‘idle’ mode. Never speak ill of your last employer because it shows that you will do exactly the same once you leave this one! Protect the image of your previous employer, and your current one will respect you for it.

7 :: Can you tell us how many calls per hour can you make on an average campaign?

Make sure you do your homework/research before you answer: My average call handle time was about X minutes at my previous job. On a similar campaign I can typically make 60/X calls per hour. On a predictive dialer I can usually make 10 to 20 percent more calls.

8 :: Tell us why do you want to work for us as a customer service advisor?

Working in a call centre is essentially working on the front line of customer services. You have to be passionate about helping people and say that you respect the company’s values and products. You must, of course, research the company well beforehand because they will follow this up with a specific question about their products or values.

9 :: Explain me are you able to cope well under pressure?

You must be able to work under pressure in a call centre. Explain that you thrive when working under pressure and that you are able to focus on a task well when there is a tight deadline.

10 :: Tell us what do you consider the core criteria for a successful customer service department?

Key factors include a good understanding of the needs of the customer and having the right skills, resources and processes in place to meet these needs.

From a customer service management perspective criteria include clear communication of objectives and expectations to staff, consistent performance management, empowering staff to meet customer demands, ensuring staff are sufficiently engaged, listening to feedback from staff and customers and effectively acting on it.

11 :: Explain me an example of how you have managed an under-performing staff member?

What process did you follow to understand the reasons for the poor performance, gain commitment to the need for change and resolve the issues?

Approaches include developing a program of required actions for the team member to follow, providing training, coaching and mentoring, allocating necessary resources.

12 :: Tell us what did you learn about customer service from your bad interaction?

There’s no shortage of customer-service-gone-wrong in today’s world, and one of the most important things you can learn about a candidate is what they’ve gleaned from these experiences.

When a candidate can step back and think about a customer interaction and gain insight from it, they have the ability to provide positive experiences when they are on the other side of the interaction.

13 :: Can you tell us about a time when you had to handle a difficult customer?

Surely they have a story to tell, presuming they came into this role with some customer service experience. It’s important to see what kind of story they choose to share. Ideally they’ll explain how they were ultimately the hero in an otherwise terrible customer interaction. That they went over and above to make the customer happy, and that their manager was thrilled with the outcome.

14 :: Explain me how do you ensure that the goals of your team are in line with the overall company goals?

This question helps your interviewer to gauge whether you understand your role in your current job, and how your efforts contribute to the goals of the organisation.

The company I currently work for publishes an annual report of KPIs relating to the goals they hope to achieve that year. I extract the company goals that are relevant to my department and break them down into weekly objectives. I then use these objectives to ensure that my team is constantly contributing to the overall goals of the organisation.

15 :: Explain me how did you recognize the level of trust or respect your team held for you and how did you ensure this continued?

Only you will know if your team really trusts and respects you. Respectful employees will usually make you coffee, hold a door open for you, properly carry out tasks assigned to them and rarely undermine your judgement.

To maintain this level of respect, you should make time to recognise your employees’ efforts, occasionally explain how you reached a solution to a problem (this can help with buy-in for larger changes or projects) and do your best to be consistently level-headed and successful in your judgement – as it only takes one slip-up to undermine your credibility.

Have you been asked any other questions that have probed your leadership abilities? If so, we would like to hear them! So, please leave your thoughts and suggestions in an email to Call Centre Helper.

16 :: Can you tell us what do you do if the dialer puts a Do Not Call number through to you by mistake?

Your answer: As soon as I know that this is a DNC number, I will apologize at once to the customer for the error and assure them that their number will be immediately included in our internal DNC list. I will also make a note in the CRM application so even if the system error happens again the next agent won’t be forced to deal with an escalated problem. I will also report the problem to my team leader or manager as soon as I hang up.

17 :: Please explain how do you feel about meeting goals and targets?

The best answer is to say that goals and targets provide you with focus and that you enjoy the challenge of being the first in your team to reach the set goals. Also say that targets help to foster healthy competition within a team.

18 :: Explain me do you prefer working on one account, or can you comfortably work on several at the same time?

The answer for this question depends on the role. It would be safest to answer that you can comfortably work on several accounts at the same time, but feel that when you can focus on one account you are able to provide a higher quality service.

Give an example of a time where you’ve gone out of your way to provide great customer service or help someone

19 :: Explain how do you handle a customer who starts yelling at you as soon as they pick up and find out that you are a telemarketer?

Your answer: Not every customer is in the right mood for a sales call, and I understand that. Irate customers are part of the game, and I can easily calm them down with an apology; however, I will usually attempt to get a callback time so a valuable potential customer doesn’t lose out on the great benefits your products can give them.

20 :: Tell me how have you educated your frontline agents to ensure excellent customer feedback?

As a leader charged with delivering excellent customer feedback, you will know how important it is that customer feedback and insight are monitored, measured and acted upon, whenever appropriate or necessary.

But how about your agents? This question is very much aligned to your engagement, coaching and development skills. You need to think about the culture, communication and interactions you have with your agents.

Discuss how you impart your knowledge and experience to your agents and how you ensure that they can continue to develop the confidence, skills, knowledge and habits that will drive excellent customer feedback with every interaction.